Virgin TV - Canadian Ads not syncing on American TV Channels (mainly CNN)

[Me67]

When I watch CNN on my smart TV, Canadian TV ads (mainly Bell TV ads) do not sync properly with the program I am watching and I need to continually fast forward on my remote to catch up or the audio and display are not Insync. I have deleted and reinstalled the Virgin TV app multiple times and deleted and reinstalled the Firestick. I have also used the Virtual TV repair tool but nothing is working. I have also contacted Virgin TV Technical support but no one has contacted me with a resolution. This is a new issue and it only started 2-3 weeks ago. Has anyone came across this issue as it is very frustrating fast forwarding all of the time. Thanks

[VirginPlusAntgio]

Hey there @Me67, 

Welcome to the Community and thanks for the awesome troubleshooting. 

To confirm, is this only happening on CNN or is it happening on other channels as well?

[Me67]

I noticed today that the same issue is happening with additional  American Channels. I was watching A&E (channel 615 on my guide) and Canadian ads were out of sync with the tv programming as well. The ads are all Canadian content, Bell, TSN and Super Channel etc.

[VirginPlusPatricia]

Hi there @Me67, thank you very much for this information.

We'd like to dig into this a bit deeper, and we have sent you a  private message.

Please check your inbox, next to your profile avatar in the top right corner. Unsure how to check or send a private message? See How to send a private message

[Me67]

Hi Patricia

I happens all of the time on CNN (500) and A&E (615). It has been happening for the last 3 weeks everyday I watch these channels, therefore, anytime when the channel is on (morning/afternoon and evening). There maybe other channels that I am not aware of as I watch these two channels the most. Canadian content only channels are working fine but it seems to me that Canadian ads are not 'synced' properly when replacing USA ads on an American Channel. The ads are for Bell, Super Channel and TSN presenters explaining how they got into broadcasting at TSN.

Let me know if you require additional information.

Regards,

[VirginPlusDRock]

Hello @Me67 

Thank you for your patience.

With your help we were able to confirm an audio sync issue with respect to a specific model of FiresStick “AFTMM” (first 4k version).  This issue only occurs on these specific channels (CNNHD, MSNMB, HLNHD, GSNHD, GOLFHD, NFLHD, PRMTH, PCHHD, TLCHD, A&EHD, AMCHD, FSRHD, FOXNH) and is triggered on some commercial breaks.  We are working diligently with our Video partners to rectify this.

Thanks again!

[Me67]

Hi DRock,

Thanks for the update and please keep me informed of any changes.

Regards,

Me67